Senior Incident Manager

Braze•Chicago, IL

8h•Hybrid

About The Position

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you. Braze is at an inflection point in our maturity, where a key focus of our work is on Scalability, Observability, and Reusability. Reporting to our Head of Incident Management, you’ll focus on major incident management, process management, program management, and release management. The Technology Operations Team is focused on ensuring that Braze is operating as a technology-first business, with process, policy, and support in place to manage growth and scale. You’ll be ensuring that programs and processes that span or are required by multiple engineering departments are standardized, followed, and improved over time.

Requirements

7+ years in incident management, operations, or technical support experience
Able to effectively communicate critical issue status (both verbally and written) to executive staff, go to market teams, and other involved parties
Are able to effectively build and maintain relationships with key stakeholders across the business
Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience leading technical incidents and driving them to resolution, whether as part of an on-call team or as an incident manager
A strong technical background and experience with specific tools for reporting, documentation, and observability (Jira, Confluence, Datadog, or the equivalent)
A good foundational understanding of release management concepts, DevOps, and SRE
You have a high degree of operational excellence, use data-driven decision-making to minimize risk, and love building and managing against reports and data

Responsibilities

Creating, communicating, and executing the incident response strategy and actions for individual incidents (spanning Security, IT, DevOps, and Product Engineering)
Incident Commanding - Driving resolution of incidents by closely partnering and collaborating with Engineering, Technical Support, and Customer Success
Lead and contribute projects to improve tools and processes related to manageability, observability, resiliency
Manage incident-related training, including cross-training of our SREs, DevOps, and Application Engineers
Overseeing the incident management process and team members involved in resolving the incident
Prioritizing incidents according to their urgency and influence on the business
Contribute to our blameless post-mortem process, driving prioritization of action items related to site reliability and resiliency
Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
Leads the weekly release process as part of a release management team
Escalate and manages release related issues through to resolution

Benefits

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work®